The Tenth Postpartum Retreat – Terms and Conditions

The Tenth is a luxury postpartum retreat hosted at The Mandarin Oriental Hotel Hyde Park, London, and is designed to provide mothers and their newborns with care, support, and recovery during the crucial postpartum period. By booking and staying with The Tenth, you (our “Client” or “Customer”) agree to the following Terms & Conditions. Please note that you are separately bound by the Terms and Conditions of the Mandarin Oriental Hotel, Hyde Park, London, for the duration of your stay at the hotel, unless our Services are provided to you at your home.

1. DEFINITIONS

 1.1 The following definitions will apply:

(a) Booking Agreement: The agreement between us, and you, confirming your booking for Services provided by The Tenth.

(b) Force Majeure: Any act or event beyond our reasonable control, including but not limited to strikes, lock-outs, pandemics, natural disasters, or government actions.

(c) Services: The services provided by The Tenth as outlined in your Booking Agreement.

(d) Terms: The terms and conditions set out in herein.

(e) We/Our/Us: The Tenth Wellness Retreat, including our staff, contractors, and agents.

 1.2 “writing” or “written” includes email unless stated otherwise.

 2. OUR AGREEMENT WITH YOU

2.1 These are the terms and conditions on which We supply Services to you.

2.2 Please read these Terms carefully, and check that the details on the Booking Agreement and in these Terms are complete and accurate before you sign the Booking Agreement. If you believe there is a mistake, please contact Us and ensure that We confirm any changes in writing.

2.3 These Terms and the Booking Agreement (which sets out the details of the retreat package) constitute the whole agreement between you and Us.

2.4 The contractual relationship between you and Us comes into force when you sign and submit the Booking Agreement to Us subject to your rights to cancel set out in your Booking Agreement.

2.5 We will inform you in writing if we are unable to provide the Services to you, and We will not process, or enforce, the Booking Agreement.

2.6 If any of these Terms conflict with any term of the Booking Agreement, the Booking Agreement will take priority.

3. RESERVATIONS AND PAYMENT

3.1 Reservation requests can be made via our website www.tenthwellness.com, email: info@tenthwellness.com, or phone. A payment of 50% (the “Deposit”) is required to confirm your booking, with the remaining balance due 30 days before your scheduled arrival.

3.2 The fees for the Services and the payment schedule will be set out in the Booking Agreement. Our fees may change at any time, and without notice, but fee changes will not affect a Booking Agreement that We have confirmed with you.

3.3 Payment must be made in British Pounds (GBP) via credit card, payment gateway link, or bank transfer. Applicable taxes are those at the time of your reservation request.

3.4 Late payments: If any payment due to Us is not received by the due date, We may, at our sole discretion, suspend your booking or Services until the payment is made.

4. CHECK-IN AND CHECK-OUT

4.1 Standard check-in time is 16:00hrs on the day of arrival, and check-out is at 11:00hrs on the day of departure.

4.2 Early check-in or late check-out requests are subject to availability and may incur additional charges.

4.3 Valid photo identification is required at check-in for all guests staying in the designated room.

4.4 We reserve the right to refuse Service or remove Customers due to inappropriate conduct, failure to follow instructions, harassment, or safety concerns.

5. PROVIDING SERVICES

5.1 We will provide the Services outlined in your Booking Agreement, including accommodation, meals, wellness support, and baby care.

5.2 Certain additional services, such as extra wellness treatments or lactation consulting, are available for an extra fee and subject to availability. Please make your request in writing and allow us to confirm your request in writing.

5.3 We require accurate information from you to provide safe and effective care and support. Failure to provide necessary information (intentionally or by oversight) may result in suspension of Services or additional charges.

5.4 While The Tenth provides support services, The Tenth / The Tenth Retreat and / or The Tenth Wellness is not a medical facility and all medical emergencies must be handled by professional medical providers at your discretion and cost. By signing the Booking Agreement, you specifically acknowledge that you understand that The Tenth is not a medical facility and you are not expecting to receive medical treatment or care, except for an unforeseen medical emergency.

6. GUEST RESPONSIBILITIES

 6.1 Clients are expected to:

(a) Follow guidelines provided by The Tenth staff.

(b) Treat other guests, staff, and property with respect.

(c) Be responsible for their newborns at all times, even when using our baby care facilities.

6.2 Damages: Any damage caused to property by the Client will be charged accordingly.

6.3 Lost property: Items found on the premises are held for one (1) month. Unclaimed items may be disposed of or donated.

7. COMPLAINTS OR DISSATISFACTION WITH THE SERVICES

7.1 In the unlikely event that you would like to make a complaint about the Services:

(a) Inform Us as soon as possible;

(b) Provide Us with a reasonable opportunity to deal with any issue; and

(c) We will use every effort to deal with any issue as soon as reasonably practicable. We will not charge for this.

7.2 As a consumer, you have legal rights in relation to Services not carried out with reasonable skill and care, or not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office. Nothing in these Terms will affect these legal rights.

8. LIABILITY

8.1 Our liability: We are not liable for injury, illness, or loss during your stay, except in cases of gross negligence. We will not be responsible for any loss or damage you might suffer which was not foreseeable. Loss or damage may be foreseeable when it is an obvious consequence of our breach.

8.2 Personal belongings: We are not responsible for the theft or loss of valuables. A safety deposit box is provided in each room for your convenience.

8.3 Force majeure: We are not responsible for cancellations or interruptions due to events outside our control, such as natural disasters or government actions.

8.4 Insurance: The Tenth Care Ltd., and our contracted service providers are insured for public liability and indemnity, as required by law.  You are contracting with The Tenth Care Ltd., and thereby acknowledge and consent to waiving any liability of our officers and contractors to You.

9. FORCE MAJEURE

9.1 Force Majeure includes, but is not limited to, natural disasters, pandemics, strikes / industrial action by third parties, terrorist attack or invasion, war, or failures of public utilities.

 9.2 If such an event occurs:

(a) We will notify you as soon as reasonably possible.

(b) Our obligations will be suspended for the duration of the event.

 9.3 If Services cannot resume within a reasonable time, either party may cancel the contract, and you will be refunded for Services not provided.

10. CANCELLATION POLICY

10.1 Cancellations made 30 days prior to check-in will receive a full refund, minus a £200 processing fee.

10.2 Cancellations made less than 30 days prior to check-in, same-day cancellations or failure to check in will result in no refund, and the full rate for your stay will be charged.

10.3 Shortened stays after check-in are non-refundable, except in cases of a verified medical emergency, Our liquidation or receivership or the occurrence of a force majeure event.

10.4 If your delivery is delayed, you must notify us at least 2 days before your reservation to adjust your check-in date. Failure to do so will mean additional charges incurred.

10.5 Our cancellation rights: We reserve the right to cancel your reservation if:

(a) Force Majeure prevents us from providing Services.

(b) Key personnel or materials required for your stay become unavailable.

(c) You fail to provide essential information necessary for your stay or engage in inappropriate conduct.

(d) You breach any provision of these Terms and/ or the Booking Agreement.

(e) You fail to make the full payment prior to checking in.

11. HOW TO CONTACT US

11.1 The Tenth Care Ltd is a company registered in England and Wales. Our company registration number is 15716371 and Our registered office is at 4th Floor, Fitzrovia House, 153-157 Cleveland Street, London, England, W1T 6QW.

11.2 If you have any questions or would like to raise a complaint, please email Us at info@tenthwellness.com.

11.3 Any written contact (including cancellation or notification of a complaint) can be made to Us by e-mail to the email address above. We will confirm receipt of this by contacting you in writing, to your contact details that you provide to Us in the Booking Agreement.

12. PRIVACY AND DATA PROTECTION

12.1 We are committed to protecting your personal information, and only collect and use your information to facilitate bookings, provide services and improve our offerings.

12.2 Your information will only be shared:

 (a) With healthcare providers involved in your care.

(b) As required by law, such as in safeguarding concerns.

(c) With regulatory bodies as part of audits or investigations.

12.3 For more information, please refer to our Privacy Policy.

13. CHANGES TO TERMS & CONDITIONS

13.1 We reserve the right to modify these Terms at any time. Changes will be posted on our website, and your continued use of our Services constitutes acceptance of the revised Terms.

14. OTHER

14.1 We may transfer Our rights and obligations under these Terms, and will notify you in writing if we do so, but this will not affect your rights or Our obligations under these Terms.

14.2 This agreement is between you and Us. No other person, or third party, shall have any rights to enforce any of the terms.

14.3 Each section of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining sections will remain in full force and effect.

14.4 If We fail to insist that you perform any of your obligations under these Terms, or if We do not enforce Our rights against you, or if We delay in doing so, that will not mean that We have waived Our rights against you and will not mean that you do not have to comply with those obligations. If We do waive a default by you, We will only do so in writing, and that will not mean that We will automatically waive any later default by you.

14.5 These Terms are governed by English law. You and We both agree to submit to the exclusive jurisdiction of the English courts.